Previous Job
Previous
Technical Support Specialist
Ref No.: 17-01632
Location: Pleasanton, California
Position Type:Contract
Start Date: 11/28/2017
TECHNICAL SUPPORT SPECIALIST
PLEASANTON, CA

Project Description:
Help Desk Analyst / Telecom Specialist is responsible for providing IT service delivery for computer end-users. This role supports Microsoft Office, proprietary applications, Windows and Mac support, VPN, Anti-Virus, data recovery, Citrix, and Smartphones, including Android & Apple.
 
  • Provide support on Dell & Lenovo Notebooks & Desktops, Microsoft Surface Pro, and Apple Macbook.
  • Answer incoming telephone calls from internal and external customers according to standards set and exercise judgment in the handling of the call.
  • Process tickets for all requests in tracking system such as ManageEngine ServiceDesk Plus / Service Now.
  • Respond to all Help Desk requests in timely and professional manner.
  • Provide excellent customer service at all times.
  • Prioritize, categorize and log calls accurately into problem management system.
  • Troubleshoot and maintain Microsoft Outlook email in a hosted environment.
  • Troubleshoot TCP/IP network connectivity utilizing command line tools such as Ping, Tracert, and IPConfig.
  • Recover data and monitor Anti-Virus and Spyware solutions.
  • Call vendors to troubleshoot service related issues.
  • After hours On-Call support on weekly rotation amongst the team.
  • Good communication with manager on a frequent basis.
  • Maintain off-site support for remote locations.
  • Assume additional responsibilities as assigned.

Required Skills:
  • In depth knowledge of Microsoft Windows Operating System (Windows XP, 7, 8.1 & 10), Mac OSx experience is preferred.
  • Associate's Degree or equivalent work experience.
  • A+ Certification would be a value to have.
  • Requires a minimum of 3-5 years corporate level Help Desk/Desktop support experience. Must have current ServiceDesk experience.
  • Knowledge of advanced remote connectivity application software, such as Citrix, VMWare, or Cisco VPN.
  • Excellent attention to detail.
  • Knowledge of Microsoft Suites (Outlook, Word, Excel, PowerPoint, Access, Visio, Project).
  • Experience supporting Microsoft Windows Operating Systems.
  • Experience supporting Dell notebooks and desktops and Microsoft Surface in corporate, higher education (college or university), or government environment.
  • Knowledge of Microsoft Office 2012/2013, Microsoft Office 365.
  • Familiarity with ticketing systems such as ServiceDesk Plus / ServiceNow.
  • Experience troubleshooting and maintaining Microsoft Outlook email in a hosted environment.
  • Excellent customer service skills.
  • Excellent communications skills, both written and oral.
  • Excellent organizational skills.
  • Excellent communication, written, and interpersonal skills with the desire to help end-users.

This 6+ month position starts ASAP.

Please E-MAIL your resume (attachment to email) with rate and availability to Bridget: bridget@alphaconsulting.com

ALPHA'S REQUIREMENT #17-01632
MUST BE ELIGIBLE TO WORK IN THE U.S. AS AN HOURLY W2 EMPLOYEE